ChurnZero

DECEMBER 29, 2020

Customer Success vs. Sales. Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference.

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SaaS Chief Customer Officer Upselling Metrics 98

Help Scout

SEPTEMBER 14, 2021

Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. However, through customer feedback, they found out about a prominent side-effect: hair regrowth. 5 strategies and 13 tips for small business customer service.

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Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

DECEMBER 20, 2019

T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

MARCH 3, 2020

I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

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SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. A CX Consulting. Processes and playbooks are only as good as the people following them.

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SaaS Chief Customer Officer Education Consulting 73

CSM Magazine

AUGUST 22, 2019

That’s why we’ve gathered together those leading customer support and experience (CS/CX) from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future. We all have at least one thing in common – we’re passionate about Customer care.

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Customer Service Airlines Chief Customer Officer Customer Care 40

ProProfs Blog

JUNE 30, 2020

And who can resist an online quiz with instant feedback?” Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Books on Customer Service Culture. ” –Newsday. Loyalty 3.0:

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Customer Service Chief Customer Officer Customer centricity Marketing 128

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

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Customer Experience Chief Customer Officer Surveys Journey mapping 106

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. A CX Consulting. Processes and playbooks are only as good as the people following them.

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SaaS Chief Customer Officer Education Consulting 49

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

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SaaS Chief Customer Officer CRM Consulting 48

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Bear in mind that often the purchase of a consultant''s time comes equipped with their expert use of various VoC and CX tools. Does your team have an evangelist?

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Consulting Consulting Chief Customer Officer Journey mapping 68

Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

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Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020.

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Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

DECEMBER 24, 2020

Partner with sales, renewals, and consulting leadership to drive customer business outcomes. Implementing a customer contact plan that keeps Arctic Shores close to its customers and provides opportunities to understand their changing needs, pain points and industry trends.

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Chief Customer Officer Customer retention Accountability Coaching 10

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Follow Aimee on social media: Twitter: Aimee Lucas (@Aimee_Lucas). Arie Goldshlager.

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ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Director of Customer Success, Sendoso.

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Chief Customer Officer SaaS Customer advocacy Technology 49

Beyond Philosophy

MAY 12, 2021

All these factors together—the changes in customer expectations and behaviors, the digital transformation disruption, and workforce changes—accelerated the intensity of challenges facing businesses this year. However, beyond that, 82 percent of respondents said that the challenges of managing customer engagement in 2021 were growing.

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Chief Customer Officer Analytics Technology Surveys 221

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . Connect with Anastasia.

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Surveys are highly versatile.

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Surveys Journey mapping Feedback B2B 146

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives. Achieve CX nirvana.

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Chief Customer Officer Feedback Consulting Consulting 59

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. If it does not make sense, due to the question being inappropriate for the business or industry, I would say 0!

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Consulting Consulting Metrics Feedback 135

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. That was my introduction into the customer experience industry.

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Customer Experience Customer centricity Chief Customer Officer B2C 65

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

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Management Analytics Journey mapping Customer centricity 94

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. In many cases, it’s a do-or-die initiative.

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Customer Experience Chatbots Chief Customer Officer Technology 82

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Irit: Bree, you talk to customer success leaders all the time being that you work at ChurnZero.

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Metrics SaaS Surveys Self service 98

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. This blog is a summary of those findings. Summary of Key Learnings.

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B2B Surveys B2C Metrics 52

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight. Why Chatbots?

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Chatbots Contact Center Benchmark Chief Customer Officer 53

Kapta Customer Success

SEPTEMBER 19, 2016

Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business. CX Journey is the blog of Annette Franz, a customer experience consultant and major thought leader in the world of Customer Success. We welcome your feedback! CX Journey. forEntrepreneurs.

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Accountability Management SaaS Chief Customer Officer 45

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Irit: Bree, you talk to customer success leaders all the time being that you work at ChurnZero.

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Metrics SaaS Surveys Self service 52

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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Netomi

APRIL 7, 2023

The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place.

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Customer Service Airlines Customer centricity Banking 52